UP! Your Service - Blog

Every once in a while someone takes the time to write an exceptional review of our New York Times bestselling book “UPLIFTING SERVICE: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You […]

Imagine doubling or tripling your available reading time without adding hours to your day? I discovered audiobooks a few years ago and now read (well, listen) to several hours of books every day – while […]

Uplifting Service Group Discussion Guide This complimentary Uplifting Service Discussion Guide will enable you and your team to build a stronger and more sustainable service culture. Key questions for each chapter encourage personal reflection and […]

Participants of Daughters of Tomorrow & UP! Your Service workshop “Transforming Lives and Relationships through Service Mindset” According to a new study conducted by researchers at Catalyst and Harvard Business School, companies with more women […]

Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. But this world is rapidly changing, if not already gone.

Especially during the busy holiday season, customers wait on hold for an eternity. Complaints go unanswered. Salespeople and customer service providers seem more like Scrooge than Santa’s helpers. If you think customer service has taken a nosedive, you’re right, says Ron Kaufman—but there’s a lot you can do to change that. Read on for his tips for being a better customer.

A recent article in Businessweek caught my eye. Titled “Most-hated airline is also the most profitable”, the author states, “…the low-cost model rightly treats airfare as a utility. There really does not need to be a service component attached to consuming airfare.”

I believe this point of view incorrect. There IS a service component in airfare…and in every other form of service or product delivered throughout the world.

2014 will bring changes, opportunities and dangers for your business. Industries are collapsing, careers are converging, and work is migrating or disappearing altogether. Each of us must orient ourselves in a world of constant disorientation, and find new ways to create value and provide service to others. Make the right choices and next year will be your best year yet. Make these 5 mistakes and things will be more difficult for your business and your life.

What if our measure of success was not just doing our job and getting things done, but working right through the person we are serving now to touch the very next person they meet?

Surely this is a bigger task than is written in your job description. And it’s not likely to be captured in your KPIs or your bonus plan. Then, if it’s not mandatory or measured, why put in this extra effort? Why should you care about the next person your customer or colleague sees, or says hello to, or serves? The answer to this question is simple: at some point, the next person down the line is YOU.